Question
When a user submits a new request, a confirmation message appears at the top of the page that says Your request was successfully submitted. Can I edit the confirmation message that appears after a user submits a new request in the Help Center?
Answer
No. It is not possible to edit the confirmation message that appears after a user submits a new request in the help center.
One possible workaround is to redirect the user to a different article page after they have submitted a new request. This page lets them know that their submission was successful.
You can create a new article that is used to redirect users to your custom confirmation message. Hide the article from any sections so users cannot access the article from your help center. Additionally, style that article so that it doesn't look like an article and the appearance is closer to a confirmation landing page.
To set up a redirect, add Javascript to your document_head.hbs file that redirects users to your custom article. For example:
<script type="text/javascript">
if ( window.location.href === "https://help.yourcompanyname.com/hc/en-us?return_to=%2Fhc%2Frequests"){
window.location.href = "https://help.yourcompanyname.co.uk/hc/en-us/articles/36345615515-Submission-successful";
}
</script>
For more information on how to make customizations to your Help Center, see the article: Customizing your help center theme.
7 Comments
Is there a way to make this redirect conditional based on the user's form answers? Can I some way reference the previous request id?
Also, a lot of our clients would like to see the form they submitted come back to them in the confirmation email. Is that a possibility?
Lina Akkad
I think it's possible to make via trigger.
Conditions.
Ticket Is Created
Form Is Your_form
Actions.
Email user (requester)
Message:
--------- --------- ---------
Hello, sweetie!
We received your request with following information.
Field1: {{ticket.ticket_field_111111111}}
Field2: {{ticket.ticket_field_22222222}}
Field3: {{ticket.ticket_field_333333333}}
We'll answer you asap.
--------- --------- ---------
This redirection works only for anonymous requests.
If the user is logged in he ends up in the window of his open request.
Is there any way to do the redirection even if logged in?
We searched for other instructional resources or guides to start with but there is none as of the moment. Due to custom coding, this is something not supported but technically the redirect option is likely doable with JS codes. We do have Professional Services that can customize your theme that you may want to check with our account executive. Thank you and have a good one!
It seems like it should be very simple to change or at least remove this message. However, it is another feature that requires custom code for our teams to manage.
It would be nice if the Zendesk product team implemented some of these features that should be standard. If any given company can make these change, I don't understand why the ZD team can't add this feature to the UI.
I agree with Mike, it would have been useful for us (for brand purposes) to customize that message but looks like it's not possible... also, even if I use an article as a landing page for confirmation, wouldn't the end user see the "Was this article helpful?" question?
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